Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutchs pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nations first cancer prevention research program, as well as the clinical coordinating center of the Womens Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.
The Application Support Engineer will be responsible for the deployment, administration, issue management and vendor management of a variety of purchased and custom built applications in support of CIT, partners and stakeholders. Under direct supervision, the Application Support Engineer II is expected to contribute to the stability, integrity, and efficient operation of applications that support core organizational functions (finance, et al); and complete routine assignments and/or project tasks. The Application Support Engineer II works closely with peers to provide application support for issues, is responsible for monitoring, maintaining, supporting, upgrading and optimizing applications to help identify, resolve, and communicate issues and resolution, assisting in the implementation of project requirements. The engineer works closely with vendors to escalate issues as needed, to ensure successful communication to stakeholders and resolution.
The Application Support Engineer reports to the IT Service Delivery Manager for SaaS solutions.
Facilitates and assists in developing, implementing and monitoring standards or best practices that will streamline application reliability across the applications supported
Responsible for communicating with end-users and stakeholders with timely updates
Engaging and escalating to vendor of application as applicable; continuous monitoring and communication of this process as needed
Experience tracking and resolving issues in enterprise ticketing systems
Ability to create and document root cause analysis for supported applications and platforms
Assists in researching and implementing enhancements that optimize and streamline the application functionality to meet business requirements
Builds partnerships and works closely with stakeholders on projects, owns project tasks and assists with technical requirements
Manages, analyzes and tracks issues/ technical problems, including diagnosis and root cause analysis, then move quickly to resolve issues, escalating as necessary
Knows and understands when to expedite, escalate, engage and redirect issues and situations to other resources/departments
Is able to be flexible and adapt to the rapidly changing needs of operations, technologies, teams and the organization
Create and completes documentation on time and accurately
Respectfully addresses situations or communicates decisions to assure customer concerns or needs are met. Demonstrates professionalism with customers and vendors
BA/BS Computer Science or related field or equivalent professional experience
3+ years experience successfully working in an application support role, system administration or engineer role in a complex environment
Strong analytical skills; ability to solve moderate problems
Excellent communication skills both verbal and written
Strong facilitation and interpersonal skills
Hands-on experience upgrading, deploying and maintaining complex, custom, multi-tiered applications
Experience troubleshooting application functionality and performance problems
Experience configuring and supporting SaaS Applications
Ability to document complex applications and systems
Hands-on experience in ticketing systems
Application support in a healthcare and/or medical research environment
Issue resolution, escalation and vendor coordination experience
Experience building and supporting APIs
Light coding/scripting skills
We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at firstname.lastname@example.org or by calling 206-667-4700.
At Fred Hutchinson Cancer Research Center, teams of world-renowned scientists and humanitarians work together to prevent, diagnose and treat cancer, HIV/AIDS and other diseases. Researchers are discovering new ways to detect cancers earlier, improve treatments, and learn how to prevent cancers from growing. Although Fred Hutchinson opened its doors in 1975, its history began about 20 years before that. In 1962 Fred Hutchinson envisioned a center devoted to studying cancer, a disease that took his brother’s life. Today Fred Hutchinson is contributing to the next waves of breakthrough treatments and prevention strategies. Fred Hutchinson collaborates with the Seattle Cancer Alliance, the National Cancer Institute, and the University of Washington.